ITIL® V3 - A Pocket Guide

This Pocket Guide is a concise summary of ITIL® V 3. A quick, portable reference tool to this leading standard within the Service Management community.
What are the key service management processes? What is the lifecycle approach?

Auteur

Jan van Bon is responsible for managing the content of the ITSM Library which is published on behalf of ITSMF International. He represents itSMF-NL on itSMF-International's Publication Committee.
During the last 8 years he produced around 40 books on IT Service Management, and many translation projects. Apart from managing large numbers of publications he also advises small and large organizations in quality improvement projects, and he is a respected and accredited trainer.

Contenu

Foreword
Acknowledgements
Introduction
Introduction to the Service Lifecycle
Lifecycle Phase: Service Strategy
Lifecycle Phase: Service Design
Lifecycle Phase: Service Transition
Lifecycle Phase: Service Operation
Lifecycle Phase: Continual Service Improvement
Introduction to Functions and Processes
Functions and Processes in Service Strategy
Functions and Processes in Service Design
Functions and Processes in Service Transition
Functions and Processes in Service Operation
Functions and Processes in Continual Service Improvement